This is because this modem requires a deposit, and the OTC for it is missing. This DOES NOT MEAN they need to pay a deposit right now, they may have already paid it. We just need to add the missing OTC.

1. Click GB in Blueland to go back

2. go to OTC

3. Enter a 1 next to DEQPDEP on this screen

4. Hit Enter and try to complete the order again.

This because our work order has a OTC for a deposit that has not been paid yet.

1. Inform the customer that a deposit is due before we can activate their equipment. Refer to Billing's Hours of Operations, and transfer the customer there, if they are open.

2. If the customer claims they are transferring service or already paid the deposit, inform supervisor. If this is accurate, they can bypass this error.

For any other questions or concerns, refer to the KEY article 'Deposit Amounts and Prepayment Policy'

This because StraightUp Internet customers are prepaid, and are required to have SMS (text message) notifcations for when their bill is due.

1. In iNav navigate to Customer > Validation > My Profile

2. Ensure the customer has a phone number on record that is marked as mobile (a cell phone)

3. Select the number the customer wants to be notified at in the SMS/Text field

4. Click Save, then try to complete your order again.

For any other questions or concerns with Straight Up Internet customers Read the 'StraightUp Internet' article on KEY

This because StraightUp Internet customers are prepaid, and the billing for the account must be set up as such.

1. In the task field, enter SF

2. Select the first statement, and click the change button

3. The Maintain Customer Statement dialog will appear. Ensure Bill Handling Code is set to P

   1. 1. 1. 1. • 1. ICOMS may pop up a warning and do this step for you automatically

4. Hit Enter, and try to complete the work order again.

For any other questions or concerns with Straight Up Internet customers Read the 'StraightUp Internet' article on KEY

This is because their Contour 2 box requires a deposit, and the OTC for it is missing. This DOES NOT MEAN they need to pay a deposit right now, they may have already paid it. We just need to add the missing OTC.

1. Click GB in Blueland to go back

2. go to OTC

3. Enter a 1 next to VEQPDEP on this screen

   1. 1. 1. • If the guest has more than 1 cable box, you will need to enter the number of cable boxes instead

            • Ex, if the customer has 3 Contour 2 boxes and 1 minibox, enter 3 next to VEQPDEP

4. Hit Enter and try to complete the order again.

This is because their Contour 2 service requires a deposit, and the OTC for it is missing. This DOES NOT MEAN they need to pay a deposit right now, they may have already paid it. We just need to add the missing OTC.

1. Click GB in Blueland to go back

2. go to OTC

3. Enter a 1 next to VSVCDEP on this screen

4. Hit Enter and try to complete the order again.

This is because there is more than one OTC for their installation, charging the customer more than once for the same thing.

1. Click GB in Blueland to go back

2. Go to OTC

3. Look for any OTCs that have a number higher than 1

4. If the OTC is not for a deposit (will end in 'DEP'), change it to the number 1

   1. 1. • If the number is greyed out, the OTC has been applied at the occurrence level, and will need to removed there.

           • You will need to go to the HS (Internet) , CB (Cable) or TS (Telephone) screen, select an occurrence, click the OTC button, and remove the install OTC from that dialog window

           • Repeat this for all but one occurrence

This is because the Order Type is set to Pro Service Change, but we don't have the appropriate charge for a Pro Connect

If the customer intends to schedule for a Pro Connect:

1. Click GB in Blueland to go back

2. Go to OTC

3. Enter a 1 next to VINSTAL on this screen

4. Ensure no self install codes are present (*SLFACT/*SWAP/*SHIP/*NOSHIP)

5. Hit Enter and try to complete the order again.

If the customer is attempting to complete an Easy Connect:

1. Click GB in Blueland to go back

2. Go to OTC

3. Ensure a 1 has been entered next to VSLFACT on this screen

4. Ensure a 1 has been entered next either VNOSHIP or VSHIP (Not both!) on this screen

5. Ensure there are no pro install codes present (*INSTAL)

6. Hit Enter and try to complete the order again.

This is because the Order Type is set to Pro Service Change, but we don't have the appropriate charge for a Pro Connect

If the customer intends to schedule for a Pro Connect:

1. Click GB in Blueland to go back

2. Go to OTC

3. Enter a 1 next to DINSTAL on this screen

4. Ensure no self install codes are present (*SLFACT/*SWAP/*SHIP/*NOSHIP)

5. Hit Enter and try to complete the order again.

If the customer is attempting to complete an Easy Connect:

1. Click GB in Blueland to go back

2. Go to OTC

3. Ensure a 1 has been entered next to DSLFACT on this screen

4. Ensure a 1 has been entered next either DNOSHIP or DSHIP (Not both!) on this screen

5. Ensure there are no pro install codes present (*INSTAL)

6. Hit Enter and try to complete the order again.

This is because the customer's with the D3.1 Panoramic modem are meant to use cable boxes that run over the internet, but this order is for traditional cable boxes

1. Advise the customer they have received the wrong type of cable box, and they should have been given IPTV cable boxes

   1. 1. 1. 1. • Refer to the KEY article for IPTV to answer any customer questions of concerns with IPTV service

               • The customer can go to the Cox Store to swap out the boxes.

               • We cannot dropship replacement boxes, in this instance.

               • If the account is ACTIVE, we can schedule a TC to replace the boxes. NEVER and FORMER accounts are not eligible for TCs, and thus we cannot replace the equipment with tech in this instance.

2. If the customer does not want to switch their box, and still wants to use the older, traditional cable box, alert supervisor, and they will bypass this error.

This is because the customer is not eligible for a Trouble Call, and a Easy Pro Connect Conversion must be scheduled instead.

1. Exit out of the work order

2. Enter SRO in the task field

3. Enter a 1 next to one of the following

   • DSLFPRO - For customers with Internet issues

   • VLSFPRO - For customers with Contour issues

   • TSLFPRO - For customers with home phone issues

4. Hit Enter

5. Schedule your Self to Pro Conversion, the same way you would schedule a TC

NOTE: Cox Complete Care WILL NOT cover charges induced by this type of visit!